Help I need to request a forward trace

My energy provider is disputing a payment sent to them. I’ve sent them a screen shot of the sent payment from my account but apparently they cannot locate it at there end. They have requested a forward trace on the payment, saying I can do that through the bank ? What is it ?! How do I do it ?! Thanks in advance

Hi. You need to speak to Monzo in the app chat.

Go to the help section, search “contact” and tell them what you need.

Is it a faster payment? If so then you’ll just ask chat for the TRN (transaction reference number)